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Intercom on Product: Building Software in an AI-first World
Intercom on Product: How we became an AI-first company
Dec 19, 2024
Explore how AI is revolutionizing software development and reshaping customer service. The conversation dives into transforming legacy practices into AI-native businesses, addressing the unpredictability of AI technologies. Discover the lessons learned from major tech companies and the necessity for adaptation in an era of rapid innovation. With insights on integrating AI into customer support, the discussion encourages a fresh perspective on leveraging AI while avoiding the pitfalls of outdated practices. Embrace the future with confidence!
46:14
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Quick takeaways
- The shift to AI-native products fundamentally changes software development, requiring companies to reassess existing practices and embrace radical innovation.
- AI technologies are transforming customer service by enabling automated solutions to handle inquiries, challenging traditional views on human-centric support roles.
Deep dives
The Evolution of AI in Software
Since the emergence of AI technologies like ChatGPT, there has been a significant shift in how software is developed and utilized. Initially, many applications introduced AI features for simple task augmentation, enabling basic functions like content summarization and generation. As companies began to explore the capabilities of AI more deeply, there emerged a wave of B2B AI solutions that went beyond augmentation, eventually evolving into fully AI-native products designed to tackle complex business challenges. This transition marks a new wave of innovation where entire software solutions are constructed with AI as a foundational element, fundamentally changing the approach to technology across industries.
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Discover
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